Logging for Web Services based integrations

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Process Automation Base
• Process Automation Manager

Issue/Introduction

The following document discusses enabling logging on SDM integration troubleshooting.  This set of instructions may be applied when attempting to troubleshoot problems with integrations tied to SDM via a web services pathway.  This includes Process Automation/PAM and webhooks based integrations such as with MS Teams.

The extended logging shows activity from the SDM perspective when it tries to communicate to its integration counterpart, such as SDM trying to talk to PAM.

Environment

Release : 17.3 and higher
CA Service Management - Service Desk Manager

Resolution

1. On the SDM Server, access the SDM Server install directory\site\cfg and locate file "log4j2.properties"
   
   
2. Backup the "log4j2.properties" file to a separate location (do not copy/paste the file in the same directory)
   
   
3. Edit file "log4j2.properties" in a text editor and make the following changes (highlighted in yellow)
   
   Locate this block of text at the start of the file (around line 9)
   

   # Configure root logger
   rootLogger.level = INFO
   rootLogger.appenderRef.rolling.ref = jstdlog

   
   Change to read as:
   

   # Configure root logger
   rootLogger.level = DEBUG
   rootLogger.appenderRef.rolling.ref = jstdlog

   
   Locate this block of text (around line 50)
   

   # Default log level for pdm_rpc package
   logger.rpc.name = com.ca.ServicePlus.pdm_rpc
   logger.rpc.level = WARN
   logger.rpc.appenderRef.jstd_rolling.ref = jstdlog
   logger.rpc.additivity = false

   
   Change to read as:
   

   # Default log level for pdm_rpc package
   logger.rpc.name = com.ca.ServicePlus.pdm_rpc
   logger.rpc.level = DEBUG
   logger.rpc.appenderRef.jstd_rolling.ref = jstdlog
   logger.rpc.additivity = false

   
   Save the above file and wait a few min for the change to take effect.
   
   
4. If the changes are made correctly, you will see entries such as this in the jstd.log (located in the SDM install folder's log directory).  
   

   01/01 17:12:30.480 [Thread-9] DEBUG ItpamWorkflow 923 Checking value of Javascript flag 
   01/01 17:12:30.481 [Thread-9] DEBUG ItpamWorkflow 932 Library Path: /SDM/SRF/ 
   01/01 17:12:30.481 [Thread-9] DEBUG ItpamWorkflow 935 Process Name: Start Problem Analysis 
   01/01 17:12:30.483 [Thread-9] DEBUG ItpamWorkflow 300 Creating ITPAM service with URI: http://PAM-SERVER:8080/itpam/soap 

   The above entries are specific to one trying to add a process called "Start Problem Analysis" from the given PAM instance to a SDM Request Area.
   
   
   
5. To restore logging back to baseline, simply delete the "log4j2.properties" file and restore from the backup

Additional Information

Logging instructions for PAM may also be of value for troubleshooting.